Safety Policy

1. How We Vet Professionals

Background Checks

Every pro passes a federal and state criminal background check through Checkr before activation. This includes:

• National criminal database search
• Sex offender registry check
• County court records
• SSN verification

License Verification

Trade-specific licenses are verified against state databases. Automated alerts are triggered before expiration.

Insurance Coverage

Every job booked through Home Harbor includes platform insurance coverage. Pros are also required to maintain their own liability insurance.

Identity Verification

Government-issued ID is verified during onboarding.

2. During Your Service

• Masked Communication: Your phone number is never shared with the pro (and vice versa). All calls are routed through our Twilio proxy system.
• GPS Check-In: Crew members clock in with GPS verification, confirming they’re at the correct address.
• Message Monitoring: Platform messages are scanned for safety violations. Threats, harassment, and hate speech are automatically blocked.
• Real-Time Support: Our support team is available during business hours. For emergencies, always call 911 first.

3. Reporting Safety Concerns

• How to Report: Use the “Report” button on any provider profile, booking, or conversation. You can also report through Settings → Help & Support.
• What to Report: Harassment, threats, property damage, unsafe work practices, impersonation, substance abuse on the job, or any behavior that makes you feel unsafe.
• Photo Evidence: Attach photos to your safety report for documentation.
• Anonymous Reporting: Your report is confidential. The reported party is NOT told who filed the report.

4. What Happens After You Report

• Report received and acknowledged within 1 hour.
• Investigation begins within 24 hours.
• The reported party’s account may be temporarily suspended during investigation.
• Both parties are contacted for their account of events.
• Resolution within 3–5 business days for non-urgent matters.
• Urgent safety matters (threats, violence, property damage) are escalated immediately.

5. Our Response Actions

• Warning: For first-time minor violations, the pro receives a formal warning.
• Strike: For serious violations, a strike is issued. Strikes affect the pro’s performance score and visibility.
• Suspension: For severe or repeated violations, the pro’s account is suspended pending review.
• Permanent Ban: For criminal behavior, threats of violence, harassment, fraud, or repeated serious violations.
• Law Enforcement Referral: For criminal activity, we cooperate with law enforcement.

6. Pro Safety Standards

Professionals are expected to:

• Arrive on time and in identifiable attire.
• Treat all homeowners with respect and professionalism.
• Follow applicable safety codes and regulations.
• Properly dispose of waste and clean up work areas.
• Never enter areas of the home not related to the job.
• Never photograph the interior of a home without permission.
• Never consume alcohol or controlled substances on the job.

Violations result in strikes and potential removal from the platform.

7. Homeowner Responsibilities

• Provide accurate job descriptions and property access.
• Treat professionals with respect.
• Ensure a safe working environment (clear hazards, secure pets).
• Report issues promptly rather than leaving negative reviews without giving the pro a chance to correct.
• Do not request work outside the scope of the booking without adjusting terms.
• Do not offer to pay “off platform” to avoid fees (this removes all protections).

8. Harbor Helper Safety

• Helpers are supervised by established pros or organizations.
• Helpers complete safety training modules before activation.
• Helpers work within approved categories only (no complex or dangerous tasks).
• Performance is monitored more closely during the 7-job probation period.
• Homeowner feedback is shared with the Helper’s supervisor.

9. Emergency Procedures

• Medical Emergency: Call 911. Then report through the platform.
• Property Damage: Document with photos. Report immediately. Do not attempt repairs.
• Threatening Behavior: Leave the area if safe. Call 911. Report through the platform.
• After Hours: Emergency reports are monitored. Non-urgent matters will be addressed next business day.

10. Insurance & Coverage

• Platform insurance covers property damage up to $25,000 per incident.
• Coverage applies to work performed through the platform only.
• Claims must be filed within 30 days of the incident.
• Documentation (photos, receipts, professional assessments) required for claims.
• Coverage does NOT apply to work performed off-platform.

11. Continuous Improvement

• We regularly update our safety protocols.
• Pros undergo periodic re-verification.
• Safety data is analyzed to identify patterns and prevent issues.
• Feedback from homeowners and pros directly influences our safety policies.